Secure Password Manager
iPhone & iPod touch Frequently Asked Questions (FAQs)
If you don't find the answer to your question in the FAQs below, you
may request technical support here.
Installation
- How does the trial version differ from the regular
version?
- How do I install SplashID?
- What is the current version of SplashID and what
has changed?
- How do I update my software?
Registration
- Do I have to buy the SplashID Desktop for iPhone if I already own
a previous version?
- I just purchased SplashID Desktop and need a registration
code. Where do I find it?
- I installed SplashID on a new handheld/desktop
and it's asking me for my registration code. Where can I find it?
- SplashID won't accept my registration code. Why
not?
- How much do upgrades cost?
- Can I use SplashID on multiple handhelds and/or desktops?
- How can obtain a refund for my purchase on the
App Store?
General Technical
- How do I transfer my SplashID data from my previous
version (v.2.x or later)?
- How do I transfer my SplashID data from my previous
version (v.3.x or later)?
- How do I synchronize with my handheld?
- I can't locate my desktop computer from SplashID on my handheld to
sync.
- When I install and run SplashID Desktop, I get this
error:"This
application has failed to start because dnssd.dll was not found"
- SplashID just bounces in the dock when I try to
launch it.
- I cannot sync, or get the error: "SplashID
cannot connect to desktop application..."
- On Windows desktop, not all of my records are
synchronized from Desktop to iPhone.
- When I try to sync, it gives me an error saying the password doesn't
match the desktop.
- When I create a new Category or Type, it does not appear in the list.
How does the trial version differ from the regular
version?
The trial version and regular version are identical. The software
will run for 30-days in trial mode without requiring a registration code.
Once the 30-day trial expires, you must purchase a registration code to
continue using the product. Once you purchase a registration code, you
do not need to re-install the software. Simply enter the registration
code to continue using the software and all of your data will remain intact.
How do I install SplashID?
The iPhone version of SplashID is unique in that Apple sells
the handheld software separately through the App Store. We sell the desktop
companion software you sync with.
You must download and run the SplashID iPhone Desktop installer
on your desktop, as follows:
- Go to the download page, and click
the Download button for SplashID for Windows or Mac OS.
- When prompted with the "File Download" dialog box, select
"Save this program to disk" and save it in a place you are
sure to remember, like your Desktop.
- After the file has finished downloading, launch the Installer from
your desktop and follow the onscreen instructions.
- After the installation is complete, you will need to connect your
device to finish installing.
- For further instructions on how to use the software, double-click
the User Guide that was installed on your desktop.
What is the current version of SplashID and what
has changed?
SplashID 4.04.1 is the current desktop version; 4.04 is the current
handheld version. For an overview of changes, see the release
notes.
How do I update my software?
For the desktop software, download and run the latest SplashID Installer
found on the download
page.
Note: Do NOT remove or delete the old version of SplashID on
your iPhone or iPod touch, as this will erase any data you have entered.
Just install the update over the existing installation of SplashID.
- Before you Update SplashID on the iPhone,
please make sure you have backed up your SplashID records on the Desktop
(File->Backup.
Save the .vID file in the Backup folder). You may also wish to sync
your handheld with iTunes to back it up.
- SplashID on your iPhone or iPod
touch will be updated from version 4.x to version 4.04.
- Update can be performed
either directly on the iPhone/iPod touch, or using iTunes on
the desktop.
- Both
methods of update should normally work, but it is easier to update
directly on the iPhone/iPod touch. Again, do NOT remove
or delete the old version of SplashID, as this will erase any
data you have entered. Just install the update over the existing
installation of SplashID
- To update on iPhone/iPod touch:
- Tap on App Store Icon -> Tap on
Updates Tab (Bottom-Right) -> Tap
on the SplashID application update
- If for some reason, update
on the iPhone does not work for you, here are the steps to update
using iTunes on Desktop:
- In the menu bar, Select Store -> Check for Purchases. SplashID
update will show up inside Downloads. Ensure you have SplashID
selected under Applications tab, and perform sync.
- Once you have updated, open SplashID on
iPhone/iPod touch. Verify the download is successful by looking
for "SplashID
4.04" in the opening screen or in the About screen.
- You must update your desktop version
of SplashID as well. Download
the SplashID for iPhone Desktop updates for Windows and Mac.
Once again, verify that you have successfully updated by looking for
SplashID 4.04 in the About dialog.
Do I have to buy the SplashID Desktop for iPhone if I already own a
previous version?
Desktop Software is FREE to Current Licensees!
I just purchased SplashID Desktop and need a registration
code. Where do I find it?
When you purchase the software online, an order confirmation email
is immediately sent to you (the email you gave in the purchase form) containing
your registration code. The registration code will begin with the letters
SDXU or SWXU. Enter it exactly as it appears, and the trial software will
be converted into a registered version.
I installed SplashID on a new handheld/desktop and
it's asking me for my registration code. Where can I find it?
If you installed SplashID on a new handheld or desktop, you can find
your existing registration code on the old device as follows:
Desktop
Launch SplashID Desktop, then select About SplashID Desktop from
the Help Menu. Your registration code will be displayed in the dialog.
It will start with "SDXU"
Handheld
Launch SplashID on the handheld, then select About SplashID from
the SplashID Menu. Your registration code will be displayed in the dialog.
It will start with "SDXU"
If the above doesn't work, contact
us and we'll respond with your registration code.
SplashID won't accept my registration code.
Why not?
Make sure you are entering the correct registration code, and not your
order number. The registration code should begin with the letters SDXU
or SWXU. You may want to try entering the code without the dashes. Also,
make sure there are no spaces before, after, or within the code. Also,
make sure you are not confusing your registration code with your password.
The registration code only needs to be entered once. The password is a
word you define and must be entered each time you launch SplashID.
If you already own a SplashID 4.x license for Palm OS or Desktop only,
you do not need a new registration code to unlock the iPhone version,
though you still need to download it.
If your SplashID 4.x license is for BlackBerry or Windows Mobile, contact
support for a registration code.
How much do upgrades cost?
If you own a license for SplashID 3.x or older, you need to upgrade
to SplashID Desktop for iPhone which costs $9.95. If you are a current
owner of a previous version of SplashID, you can use the SplashID
Upgrade Form.
The handheld software (for iPhone and iPod touch) is only available
from the App Store, and at this time there is no way to discount
sales through that channel.
Product Upgrades
Updates within a version (e.g., 2.0 to 2.1) are free to all registered
users. Major upgrades (e.g., 2.x to 3.x) are available at a substantial
discount to registered users. If you purchase within 30-days of a major
upgrade you will receive the upgrade for free.
Can I use SplashID on multiple handhelds and/or desktops?
The license is per user and
is not tied to a specific device, but there may not be a way to transfer
the application to a second iPhone/iPod Touch.
How can I obtain a refund for my purchase
on the App Store?
Since we do not manage the App Store, we cannot process refunds for
it. Apple's policy is that all sales are final, but you can contact them
if you are truly dissatisfied here:
How do I transfer my SplashID
data from my previous version (v.2.x or later)?
You can upgrade the desktop software for free, but we should walk your
data through version 3.32 if you want to keep it.
To do this, first export a backup of the SplashID desktop:
- File > Export > SplashID vID
Then quit and install SplashID 3.32:
Then run SplashID 3 on the desktop and make sure the data is ok. If
not, use File > Restore to restore the vID exported from version 2.
Then export another backup:
- File > Export > SplashID vID
- Save it on the desktop with a
new name.
Then quit and install SplashID iPhone
Desktop.
Then run the SplashID iPhone Desktop and follow the guided setup. After
that, import the latest vID you exported, and sync again.
Contact us for a registration code if you are a previous licensee.
How do I transfer my SplashID
data from my previous version (v.3.x or later)?
- Launch your existing version of SplashID Desktop and export a backup:
- File > Backup... Save the file to the desktop area.
- Quit that version and launch SplashID iPhone Desktop.
- Complete the guided setup to sync and establish the iPhone user on
the desktop.
- Select File > Restore and select the backup
file you just exported to the desktop.
How do I synchronize with my handheld?
In order to synchronize, you must do the following:
- Select the same network that your computer is on for your handheld
to join
- Open the SplashID desktop
- Select the correct user from the User menu in the SplashID desktop
to match the device name
- Set the passwords the same on both the desktop and handheld software
- Adjust the iPhone Sync settings in File > iPhone Sync if you wish
- Start the Sync on the handheld:
- Select "Sync" from Tools
- Select your desktop computer
- Tap "Start Sync"
For detailed information, see the User
Guide on Synchronization.
I cannot sync,
or get the error: "SplashID cannot connect to desktop application..."
The following are possible causes of sync problems, including locating
the SplashID desktop from the Sync tool on the handheld application:
- The SplashID desktop is not running.
- Solution: Start the SplashID iPhone Desktop.
- The wrong version of SplashID is running on the desktop.
- Solution: Close the version you are running and make sure you
launch the application named SplashID iPhone
Desktop. On Mac OS,
it would be in Applications. On Windows, it would be in Start >
Programs > SplashData > SplashID for iPhone. If you don't have
this, you need to install it.
- iPhone device name contains accented characters.
- Solution: At this time, such characters need to be removed from
the username. These include characters such as -- é ü ç ñ
-- and others like these. To change the device name, connect the
device via USB to the computer and launch iTunes. Click on the
device name on the left browser panel once, and change the name
removing these characters.
- The wrong network is selected on the handheld.
- Solution: On the handheld, go to Settings > Wi-Fi. Make sure
it is turned on and the correct network is selected.
- Windows - Bonjour is not installed. Either Bonjour or iTunes must
be installed.
- Solution: Reinstall SplashID and leave the box checked to install
Bonjour.
- Desktop computer is behind a firewall or some other network blockage.
- Solution 1: Open up the Firewall connection (See
screenshots)
- Windows Firewall Settings > Exceptions > Check Bonjour;
in Advanced, uncheck Wireless Network Connection
- Mac OS 10.5: System Preferences > Security > Firewall > Set
it to Allow all incoming connections
- Mac OS 10.4: System Preferences > Internet & Network > Sharing > Click
stop button to turn firewall off
- Solution 2: Disable anti-virus software. Anti-virus software
will close many ports and may block our sync service.
- Solution 3: Set up and Ad
Hoc Network.
- Windows -- Bonjour service is not running.
- Solution:
To check, go to Start -> Run. Type msconfig.
Under services tab, Bonjour must have a status of "Running." If
not, reinstall SplashID.
- Windows -- VPN service is active.
- Solution: Open the Properties settings for you wireless network
connection and uncheck the VPN service item. This may enable you
to sync. When you are finished you can turn the VPN service back
on.
- Windows & Mac OS -- Our networking service may not be available.
- Solution: Restart your computer.
- Windows -- Password does not contain any numbers.
When I install and run SplashID Desktop, I
get this error:"This application has failed to start because dnssd.dll
was not found"
You will see this error if your Bonjour service is corrupted or out-of-date.
To fix this error, download latest version of Bonjour from:
http://www.apple.com/support/downloads/bonjourforwindows.html
Once you reinstall Bonjour, you will be able to successfully run SplashID.
SplashID just bounces in the dock when I
try to launch it.
Mac OS 10.4 (Tiger) was not supported in the first release. It is supported
in version 4.02:
I see the error: "SplashID
Cannot connect to desktop application. Please check your network settings
and try again"
This normally happens when the iPhone application is unable to
communicate with the Desktop. This may be due to a network problem. See
the connection FAQ above on locating the desktop for troubleshooting
tips.
On Windows desktop, not all of my records are synchronized from Desktop
to iPhone.
This was fixed in version 4.02:
When I try to sync, it gives me an error saying
the password doesn't match the desktop.
This most likely means that you have set the password on the desktop
correctly, but for the incorrect username. Select the correct iPhone
user from the User menu in the SplashID iPhone Desktop, and set the password
the same as the handheld.
When I create a new Category or Type, it does
not appear in the list.
Only Categories and Types that contain records are displayed. So if
you create a new Category/Type, it will not show up in the browser list
until you create a new record and select the new Category/Type, and save
the record.
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